Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Store policy and procedures in regard to:
selling fast food products and services
Store product range may include:
a particular food area
a variety of fast food products
Relevant sources of information may include:
store or suppliers product manuals
videos
product demonstrations
labels
store tours
Internet
Fast food products may include:
seafood, fish
coated or battered items
delicatessen goods
sandwiches
hamburgers, meat, poultry
pizzas
drinks
salads
desserts
Product information may include:
ingredients
simple nutritional information
handling and storage
cooking tips from manufacturers data
Food services may include:
special occasion catering
boardroom catering
food delivery services
seasonal promotions
Customers information requests may be related to:
preference
health factors
cultural group
price

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Consistently applies store policies and procedures which comply with consumer law and legislative requirements regarding the sale of fast food items.
Consistently applies product information contained in store manuals and manufacturers product labels when providing advice to customers.
Consistently applies store policies and procedures and industry codes of practice in regard to customer service and selling products and services.
Develops, maintains and conveys product knowledge to other staff as required.
Applies detailed and specialised product knowledge to provide accurate advice according to the needs of the customer.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:


Store policies and procedures, in regard to:

the sale of fast food items
quality policy to customers and suppliers
allocated duties and responsibilities
Current fast food services available to customers

Specialist product knowledge including:

specialised products
corresponding benefits of various products
shelf life, use-by date
storage requirements
ingredients on materials contained in product
features and use of products
corresponding or complementary products and services
stock availability
ordering procedures
Procedures for taking customer orders
Food safety plans
Buying and ordering procedures
Pricing procedures including Goods and Services Tax (GST) requirements
Other relevant policies and procedures
Relevant occupational health and safety requirements
Relevant legislation and statutory requirements
Relevant industry codes of practice

Skills in:

Interpreting store/industry manuals and documentation (paper based or computerised)
Interpersonal communication skills
Researching product information

Literacy skills in regard to:

reading and understanding product information
reading and understanding store policies and procedures
recording information

Numerical skills in regard to:

pricing and estimation of quantities

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.

Unit WRRFS3B can be assessed with unit:

WRRLP6C Apply retail food safety practices

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A retail environment
Sources of product information
Suitable merchandise

Relevant documentation, such as:

store policy and procedures manuals

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Advising customers on products and services requires communication of ideas and information. (2)

Collecting analysing and organising information
Developing product knowledge requires information to be collected, analysed and organised. (2)

Planning and organising activities
Arranging product services for customers requires activities to be planned and organised. (1)

Working with others and in teams
Team work will be applied when seeking advice and working with colleagues. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques will be required when weighing and pricing products. (2)

Solving problems
Problem solving skills will be applied when advising on product services to meet customer needs. (2)

Using technology
The use of technology will be applied when accessing product information through videos and the Internet. (2)